Energy Complaints & The Ombudsman

poshphil wrote: »

]I have written about the issues we have had with our gas in other threads. To summarise:

• Moved into new build house and there was an issue with the gas meter.
• Understood supplier to be EON and rang them in January to resolve, they advised they could see the issue and it would take around 6 weeks to resolve.
• Rang after no progress in April, and again was told they were unsure why it hadn't processed and they could see what needed to be done and would do it, this would take a further 4-6 weeks to sort out.
• I put in a complaint at this point. 8 weeks passed with no response so after a further weeks grace I took the complaint to the Ombudsman.
• Shortly after this, I received a response to my complaint from E.On to advise they haven't supplied my gas since 17th January and so they were closing my complaint. We did not switch suppliers ourselves (the meter is registered incorrectly), and the supply moved prior to me making any contact with E.On. I responded to say I wished to reopen the complaint as I did not understand why no-one at any point in the prior 5 months had advised they were not supplying gas.

I have now heard that my complaint has also been closed at the Ombudsman. The reason given is "This complaint falls outside our terms of reference. We have referred the complaint to our Networks Team who may be in a position to help".

I can perhaps understand why, because some of the issues are out of E.On's hands, but the complaint was raised as a customer service one and I feel like taking 5 months to tell me they don't supply the gas is fairly crap customer service regardless of the rest.

So, my question now is does this mean I now need to raise a further complaint with E.On because if anything, I am more unhappy it took 5 months for someone to tell me they didn't supply the gas. It looks like I have no option to go back to the ombudsman to discuss this so I assume I'm back at the start of the process?